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Client Services Manager

Country : USA

State : California

County : San Mateo County

Town : Brisbane

Category : Sales

Contract type : Permanent

Availability : Full time

Company presentation

The RealReal is leading the way in authenticated luxury consignment, online and in real life at our brick and mortar locations. Founded in 2011, we’re growing fast and fundamentally changing the way people buy and sell luxury — a multi-billion dollar industry. With a team of in-house experts who inspect every item we sell, our commitment to authenticity sets us apart and creates a foundation of trust with shoppers and consignors. Our mission to extend the life cycle of luxury items is leading innovation in sustainable fashion. We’re proud to promote the circular economy and to be the first luxury member of the Ellen MacArthur Foundation’s prestigious CE100 USA.

Employees at The RealReal are dedicated, collaborative and innovative, and we’re looking for exceptional talent to join our team. Build your career with us and enjoy 401K matching, health, dental and vision insurance, commuter flex spending, healthcare flex spending, generous PTO, a mother’s room, and flexible work hours!

Job description

The Consignor Relations Manager is a resourceful problem-solver with project management and negotiating skills, focusing on daily interaction with our consignors, team management, supporting our sales teams, and ultimately aiming to maximize consignor satisfaction.

This position is based in Brisbane, CA and will report to the Associate Director Consignor Relations.
- Manage a team of multi-level agents and assist in resolving daily escalated issues in a timely and professional manner
- Lead team to achieve targets for call center KPIs and benchmarks for success such as Handle Rate, Response Time, and Client Satisfaction
- Provide employees with timely and constructive performance feedback aimed at providing consignors with a best-in-class service experience
- Oversee all administrative tasks related to team management including scheduling, time cards, PTO requests, etc.
- Oversee daily departmental issue management/resolution
- Assist with the development and management of VIP consignor experience
- Identify trends and initiate changes/improvements necessary to achieve departmental goals
- Review, change and improve processes where necessary to facilitate continuous departmental improvement in line with enhancing consignor experience and organizational efficiency
- Work collaboratively in a team environment across all departments and levels.

Profile

- 3+ years of progressively responsible management experience with demonstrated ability to lead a service-centric operation in a rapidly growing company.
- Direct experience managing customer service department (experience scaling a Customer Service organization is a plus) servicing clients through phone and email correspondence
- A proven track record of successfully building, leading, and motivating high--performing teams which delight luxury customers
- Superior quantitative and problem-solving skills
- Ability to make fair and objective discretionary financial decisions when resolving transactional issues impacting our customers and consignors

NICE TO HAVE
- College degree preferred
- E-commerce experience highly desirable
- Direct experience partnering with C-Suite executives to resolve client concerns a plus
- Experience working in luxury fashion or luxury service a plus
- Retail experience a plus
- Experience using Genesys Purecloud, Zendesk, or Salesforce a plus

#LI-MIKE.REINER
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